Job Title: 3rd Line Support Engineer
Company:JTJ Group
Job description: 3rd Line Support Engineer – South AfricaFull job descriptionAbout BabbleIn the last 5 years, we have seen stratospheric growth and were recently named the 2nd fastest- growing technology company in the UK. We primarily grow by acquiring businesses that have worked hard to build their regional leadership, allowing their founders to enjoy the rewards of their efforts. In doing so, we give their customers access to products and expert advice that would never have been possible otherwise. As a result, we have welcomed over 20,000 customers from over 34 successful businesses to the Babble family – and that number grows every month.Babble is committed to encouraging diversity of skills, experience and ability amongst our workforce, and to creating an inclusive environment that is free of discrimination. We encourage applications from all backgrounds and communities and value the positive impact that diversity of thought has on our teams.The Purpose of your roleThe Purpose of your role Operating as a predominantly desk-based technician providing world class service and support for clients and colleagues, troubleshooting, and diagnosing IT issues within SLAs, providing remote support to our clients and assisting in the monitoring and maintenance of their computer systems and networks.Key ResponsibilitiesThe timely and accurate logging of customers issues into the case management system via both phone and emailResponsible to ensure the quality of information recorded in the case management system is relevant and accurate.Proactive management of own service desk queue, ensure case response and restore are within service level agreements and to the highest quality.Troubleshoot and diagnose of IT issues, liaise with field team and clients where required to determine and rectify issues in an efficient way.Provide exceptional support – you will conduct yourself in a helpful and proactive manner ensuring clients concerns are listened to and addressed accordingly.If required, provide direct on-site field support for installations and support.Mentor, train and support colleagues to improve on service offerings.Technical documentationWhat technical skills we are looking forMicrosoft Exchange, O365, G SuiteAzure AD/ ADIntune/ AutopilotWindows TroubleshootingCyber Security – AntivirusServer managementNetworking (WAN/LAN), VPN, DNS, Routers/Switches/FirewallsHardware troubleshootingBack and Restore, Disaster RecoverySAN/NAS experience (desirable)PowerShell (desirable)What good looks like for this roleConfident telephone manner.An excellent communicator, with an ability to build rapport with customers.Good written and verbal communication skills.Being comfortable working in a fast-paced environment where the customer always comes first.Be adaptable to change and flexible in your approach.Have a positive attitude and willingness to learn.Resilience and tenacity.Computer literacy – Word, Excel, Outlook and Teams and experience of working in a CRM system, capable of learning new software if required.What experience we are looking forMinimum of 2 – 3 years previous experience working in a service desk environment or similar as a Level 2/3 technical support.Experience in dealing with customer queries over phone, email and in personExcellent understanding and experience of Microsoft products and relating technologiesExcellent understanding and experience of Microsoft Windows Desktop and Server OSExperience of Mac OS/ Linux troubleshooting (desirable)Why would you work at Babble?Competitive salaryGreat benefitsRisk cover; covering Life Cover, Critical Illness Cover, funeral benefits and some Disability benefits5% allowance based on basic salary that can be towards Medical Aid.22 days annual leave plus UK bank holidays with increased annual leave based on length of serviceWe work a 9-day fortnightBabble events to celebrate our successUPS provided to assist with load shedding (2-4hrs power for a laptop)Babble issued laptopSalary:Salary offered is dependent on experience.The recruitment journeyWe want to fill this role quickly, but we want to get the right person for the role. The recruitment process will consist of a screening call with our Customer Service Manager. If you proceed past this then you will have a video interview with the Customer Service Manager.Job Types: Full-time, PermanentPay: From R20 000,00 per month
Expected salary: R20000 per month
Location: South Africa
Job date: Fri, 13 Dec 2024 23:45:45 GMT
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